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Organizational Behavior and Theory Commons™

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Selected Works

2008

Teams

Articles 1 - 2 of 2

Full-Text Articles in Organizational Behavior and Theory

Work Organization, Technology, And Performance In Customer Service And Sales, Rosemary Batt Jan 2008

Work Organization, Technology, And Performance In Customer Service And Sales, Rosemary Batt

Rosemary Batt

The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delivery, among customer service and sales workers in a large unionized regional Bell operating company. Participation in self-managed teams was associated with a statistically significant improvement in self-reported service quality and a 9.3% increase in sales per employee. When combined with new technology, teams boosted sales an additional 17.4%. These effects persisted over time. Total Quality Management, by contrast, did not affect performance. This study represents a “strong test” of the efficacy of teams because theory predicts weak …

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A Study Of Exchange And Emotions In Team Member Relationships, Marie T. Dasborough Dec 2007

A Study Of Exchange And Emotions In Team Member Relationships, Marie T. Dasborough

Marie T Dasborough

In this article we aim to generate theory about how individuals perceive their relationships with team members, and their emotional experiences within the team member exchange (TMX) process. Findings from qualitative and quantitative analyses are presented, with data collected from 25 full-time employees working within five teams in two organizations. The qualitative results reveal a variety of exchanges that occur within the team member relationships, including relationship-oriented exchanges and task-oriented exchanges. Team members highlighted the importance of friendship within the team context, and that they experienced positive and negative emotions in response to their TMX relationships. The quantitative results also …

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